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This rapidly growing multi-site client found it difficult to manage its internal processes; new managers could not find out how to do things, older hands operated the way they always had and HQ was puzzled as to why nobody adopted new practices when they were cascaded into the organisation.
PHS Consulting were appointed to pave the way for a Standard Operations (SOPs) Manual. An effective SOPs manual is not a simple case of cataloguing all the existing information into one or more ring binders - to be useful it needs to be designed and organised so users can very easily open it and find out “how do I ...” Further, processes change so it needs to be kept up to date and users informed with an absolute minimum bureaucratic effort.
Paper or electronic was the first question. The HQ, the source of most documents, advocated an electronic version - easy to maintain, electronically searchable etc. However, we spoke to the target audience - the branches. They had a strong preference for a paper version for all sorts of practical reasons, so paper it was.
There were two substantial tasks - the design of the manual together with its update processes and the actual contents itself.
The manual structure was determined by taking a high level overview of the processes (not functions) within the business which made it easy to turn to the appropriate section. Appropriate document templates were prepared along with the update processes.
Two approaches were taken to assembling the contents. A trawl of all functions was conducted to gather existing documentation which was slotted into the appropriate place in manual structure. Further, we brainstormed all the things that staff may wish to know so we could identify those things that were missing.
Too many manuals sit on shelves unupdated and gathering dust. To avoid this we consulted and involved users to ensure that the manual would meet their needs in practical ways. This is very critical to a successful adoption.
The client adopted these ideas and is now actively progressing the production of their SOPs manual with enthusiastic support from their branches.
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